Service and Operations Management in IT Assessment-2 (TECH2300) Assignment Help

Assessment 2 Information

Subject Code:	TECH2300
Subject Name:	Service and Operations Management in IT
Assessment Title:	Service level agreement design
Assessment Type:	Individual
Word Count:	2000	Words (+/-10%)
Weighting:	30 %
Total Marks:	30
Submission:	MyKBS
Due Date:	Week 10

Your Task

• Establish a service level agreement (SLA) contract based on a case study.

• Provision of critical reflection of supplier relationship.

Assessment Description

You are the CIO of the company and during the COVID pandemic the company’s business needs to move to online. The CEO comes to you as CIO of the company to request the draft of the SLA contract.

You have discussed with various partners in within your team and different areas of the business, and have identified the following areas as key concerns that needs to be addressed: • Business relationship management

• Demand and capacity management

• Availability management

• Access and Security management

• Incident and problem management

• SLA review and future changes

This assessment aims to achieve the following subject learning outcomes:

LO2	Determine the information and technological requirements for effective IT service delivery in diverse organizational contexts.
LO3	Evaluate the performance of partners and suppliers in ensuring the effective delivery of IT services within organizations.
LO4	Design IT value streams and processes that underpin an organization’s products and services.

Assessment Instructions

You, as the CIO of the organisation, need to produce a draft SLA to the CEO, which then will be used as drafting the final agreement between the company and system supplier.

Students must conduct research externally and include references in order to produce a well referenced case study. You should use at least ten (10) sources of information and reference these in accordance with the Kaplan Harvard Referencing Style. These may include websites, social media sites, industry reports, census data, journal articles, and newspaper articles. These references should be presented as in-text citations and a referencing list at the end of your assessment (not included in the word limit). Wikipedia and other ‘popular’ sites are not to be used.

The SLA would need to include the following questions:

Part 0 – Introduction

• Provide an introduction and brief overview of the software, and its strategic position of the software in the company.

o Note: You can select a suitable case study. You will need to provide these details and assumptions in this section.

Part 1 – Agreement Overview

• Provide an overview to the agreement (in the form of an Executive Summary)

Part 2 – Business relationship management

• Identify and list 4 strategic requirements and desired outcomes of the system. • Define patterns of the business activity proposed with the system.

• Discuss the stakeholders included in the agreement.

Part 3 – Demand and capacity management

• Identify and explain key peak periods where the system may experience stress from excess demand.

• Identify the impact of inadequate management of system capacity during high demand times. • Develop strategies to ensure sufficient capacity is maintained during times of high demand.

Part 4 – Availability management

• Identify key components affecting system availability.

• Discuss strategies for both the company and supplier to maintain the availability of service. • Discuss how system upgrades and maintenance are conducted whilst minimizing the unavailability of the system.

Part 5 – Access and Security management

• Discuss 4 key access control items within the system.

• Discuss key security risks within the system and identify responsibilities between both parties to manage these risks.

Part 6 – Incident and problem management

• Discuss responsibilities between both parties to manage and respond to incidents and problems.

Part 7 – Changes to SLA

• Discuss required intervals where the SLA is subject to review.

• Discuss the process where the agreement is subject to amendment. • Discuss the responsibilities where the agreement is subject to review.

Part 8 – Reflection

• Reflect on the vendor-user relationship with the software to your company. • Identify and explain the type of supplier would you categorize it and provide recommendations to the CEO on strategies to manage the relationship with the vendor.

Important Study Information

Academic Integrity Policy

KBS values academic integrity. All students must understand the meaning and consequences of cheating, plagiarism and other academic offenses under the Academic Integrity and Conduct Policy.

• What is academic integrity and misconduct?

• What are the penalties for academic misconduct?

• What are the late penalties?

• How can I improve my grade?

Length Limits for Assessments

Penalties may be applied for assessment submissions that exceed prescribed limits.

Study Assistance

Students may seek study assistance from their local Academic Learning Advisor or refer to the resources on the MyKBS Academic Success Centre page.

Assessment Marking Guide

Marking Criteria

F (Fail)

P (Pass)

C (Credit)

D (Distinction)

HD (High Distinction)

_____| 30 marks

0 – 49%

50 – 64%

65 – 74%

75 – 84%

85 – 100%

Introduction

3 marks

Incomplete or incorrect introduction. Lacks

clarity and coherence in presenting an overview of the introduction.

Basic introduction

provided but lacks

clarity or conciseness.

Clear and concise

summary provided, effectively presenting an overview of the

introduction.

Well-written summary provided, effectively presenting a clear and concise overview of the introduction.

Agreement Overview 3 marks

Incomplete or incorrect executive summary. Lacks clarity and

coherence in

presenting an overview of the agreement.

Basic executive

summary provided but lacks clarity or

conciseness.

Clear and concise

executive summary provided, effectively presenting an overview of the agreement.

Well-written executive summary provided, effectively presenting a clear and concise

overview of the

agreement.

Well-written executive summary provided, effectively presenting a clear and concise

overview of the

agreement.

Business

Relationship

Management

3 marks

Incomplete or incorrect identification of

strategic requirements and desired outcomes. Inadequate or no

discussion of business activity patterns and stakeholders.

Basic identification of strategic requirements and desired outcomes. Some discussion of business activity

patterns and

stakeholders, but

lacking depth or clarity.

Clear identification of strategic requirements and desired outcomes. Meaningful discussion of business activity patterns and

stakeholders,

demonstrating

understanding.

Well-developed

identification of

strategic requirements and desired outcomes. Insightful discussion of business activity

patterns and

stakeholders,

demonstrating a

thorough

understanding.

Comprehensive

identification of

strategic requirements and desired outcomes. In-depth discussion of business activity

patterns and

stakeholders,

demonstrating

exceptional

understanding.

Demand and Capacity Management

3 marks

Incomplete or incorrect identification and

explanation of key peak periods and impact of inadequate capacity management.

Inadequate or no

strategies for

Basic identification and explanation of key peak periods and impact of inadequate capacity management. Some strategies for

maintaining sufficient capacity, but lacking

Clear identification and explanation of key peak periods and impact of inadequate capacity management. Well

developed strategies for maintaining

sufficient capacity

Detailed identification and explanation of key peak periods and

impact of inadequate capacity management. Comprehensive

strategies for

maintaining sufficient

Comprehensive

identification and

explanation of key peak periods and impact of inadequate capacity management.

Comprehensive and well-thought-out

maintaining sufficient capacity during high demand times.

detail.

during high demand times.

capacity during high demand times.

strategies for

maintaining sufficient capacity during high demand times.

Availability

Management

3 marks

Incomplete or incorrect identification of key components affecting system availability.

Inadequate or no

discussion of strategies for maintaining

availability and

minimizing system

unavailability during upgrades and

maintenance.

Basic identification of key components

affecting system

availability. Some

discussion of strategies for maintaining

availability, but lacking detail.

Clear identification of key components

affecting system

availability. Well

developed discussion of strategies for

maintaining availability and minimizing system unavailability during upgrades and

maintenance.

Detailed identification of key components

affecting system

availability.

Comprehensive

discussion of strategies for maintaining

availability and

minimising system

unavailability during upgrades and

maintenance.

Comprehensive

identification of key components affecting system availability.

Comprehensive and well-thought-out

discussion of strategies for maintaining

availability and

minimising system

unavailability during upgrades and

maintenance.

Access and Security Management

3 marks

Incomplete or incorrect discussion of key

access control items and security risks.

Inadequate or no

identification of

responsibilities for

managing security

risks.

Basic discussion of key access control items and security risks.

Limited identification of responsibilities for

managing security

risks.

Clear discussion of key access control items and security risks.

Adequate identification of responsibilities for managing security

risks.

Detailed discussion of key access control

items and security

risks. Comprehensive identification of

responsibilities for

managing security

risks.

Comprehensive

discussion of key

access control items and security risks.

Comprehensive and well-thought-out

identification of

responsibilities for

managing security

risks.

Incident and Problem Management

3 marks

Incomplete or incorrect discussion of

responsibilities for

managing and